What Aged Care Auditing Can and Cannot Measure
Mystery shopping and independent auditing can tell an aged care provider a great deal about the experience families have when they make contact, tour a…
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The Respite and Aged Care Enquiry, From the Family’s Side
Most aged care enquiries are not made by the person who will receive the care. They are made by an adult child, often at short…
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Mystery Shopping Retirement Village Sales Enquiries
A retirement village enquiry is one of the highest-value, longest-considered and least-rehearsed sales conversations in Australian property. The prospective resident is making a decision about…
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Measuring Reassurance: Assessing Sales Conversations in a Confronting Decision
You cannot score empathy. You can score whether the consultant asked about the person rather than only the condition, whether they acknowledged the situation before…
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What a Compliance Audit Programme Covers, and When You Need One
A compliance audit programme measures whether the things your business is obliged to do are actually happening at the point of customer contact, every time,…
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Preparing Your Network for a Compliance Audit: Before, During and After
Most of the value in a compliance audit is decided before an auditor visits a single site. The programmes that change behaviour are the ones…
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